Brow Definer

UK DELIVERY

UK 2/3 Day Service - £3.99

FREE Shipping - on all orders over £60 excluding Gift Cards

• Orders are processed Monday to Saturday

We are now using MyHermes for UK orders. Please do fill out the form with your email and mobile number so you can receive updates and track your package.   

Refunds & Returns

Our Returns Policy

Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time. This Returns Policy was last updated on 15/02/2021.

It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise then these need to be reported to us immediately so we can investigate.

Before attempting to return an order, please contact our customer service team at hi@hellodame.london to explain your issue in detail as providing outstanding customer service is one of our core values.

Your statutory rights

Our Returns Policy does not affect your statutory rights.

For more information about your other statutory rights, please visit the UK Government's website at: www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06.

Right to Cancel

You have the right to cancel this contract within 14 days without giving reason.  The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires physical possession of the goods.

To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement.

Please ensure that the items you are returning are unopened and in any original packaging. Unwanted goods need to be in pristine condition with any retail seals unbroken.

Effects of Cancellation

If you cancel this contract, we will reimburse to you the cost of the product/s received from you, excluding the cost of delivery.

We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay and not later than:

(a)14 days after the day we receive back from you any goods supplied; or

(b)(if earlier) 14 days after the day you provide evidence that you have returned the goods; or

(c)if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel the contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement. You will have to bear the direct cost of returning the goods.

What should I do if I don’t like the product?

As all our products are for the face area, we cannot accept returns of any items that have been opened and used.  Due to Covid, this is now an absolute imperative.  The best course of action is to contact our Customer Service team at hi@helldame.london to explain your issue in detail as providing outstanding customer service is one of our core values.

What should I do if I receive an incorrect item?

We have high standards when it comes to packaging your order however mistakes, do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience.

We will review each case individually when considering the return of the product; in some cases we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.

Please ensure that the items you are returning are unopened and in any original packaging. Unwanted goods need to be in pristine condition with any retail seals unbroken.

What should I do if my item is damaged?

Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item.

We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.

You can contact us through at hi@hellodame.london.  Please attach any pictures you have of the damage to the message. A member of our team will review the details and offer the best resolution to resolve your query.

How do I report a fault with my product?

Please accept our apologies if you believe there is a fault with your item, we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail.

In order to do this we ask that you contact us at hi@hellodame.london.  Please provide details of the fault and where possible attach pictures to your message.

How do I arrange a return?

Please contact our Customer Service team to arrange your return.

We will need to know your order number, the item you want to return and the reason for return. Upon receipt of these details we will provide you with a unique returns authorisation number and all the necessary information to arrange the return.

Please package the item securely and ensure our returns form is included inside.  You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit.  If you request a replacement and the product is no longer available, we will process a refund back to the original account used to purchase the item.

Any item you have accepted and then returned is your responsibility until it reaches us. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.

Will you refund my postage costs to return an item?

Unfortunately, we cannot refund your postage costs at the present time.

Complaints

If you are not satisfied with the way in which we have handled the return or replacement of any item, we want to hear about this. Our aim is to resolve the matter for you and ask that you please contact our customer services at hi@hellodame.london and we will work hard to resolve any issues as smoothly as possible.

HEY YOU

View our full step by step image guide here.

If you have never worn false eyelashes before you may have a few concerns or maybe you are apprehensive about your purchase.

We went to reassure you that all our Lash Enhancers are perfectly safe and we have MSDS (material safety data sheets) from our manufactures which prove they have been safety tested.

1 - PRACTICE ON THE INSIDE OF YOUR WRIST FIRST
You will feel much more confident applying them to your eyes if you practice first

2 - BEND THE LASH WITH YOUR FINGERS TO SOFTEN THE BAND
You can then fit them to your particular eye shape, trimming if necessary

3 - ALWAYS APPLY LASHES BEFORE EYESHADOW TO CLEAN DRY EYELIDS
You will get the best results if you do this as the lashes will adhere to your skin

4 - BUILD UP THE LINER IN FINE LAYERS AND LET THE LINER DRY
Your lashes will slide off if the liner is wet or too thick

5 - PRESS THE LASH TO YOUR EYELID WITH TWEEZERS OR A BRUSH
Your lashes will then sit comfortably on your eyes all day

6 - USE A TWO PHASE OIL BASED REMOVER FOR MAGNETIC LINER ONLY
You only need to use this to remove the magnetic liner. Use Micellar water anything else

7 - APPLY EYESHADOW AFTER YOUR LASHES TO SOFTEN OFF THE BAND EDGE
You can use eyeshadow sticks to apply colour once your lashes are on

8 - CLEAN YOUR LINER BRUSH AND BOTTLE ONCE A WEEK
You should keep your liner bottle and wand clean to stop it clumping or drying out

9 - WATCH ALL THE TUTORIALS HERE OR VIEW A VISUAL GUIDE HERE
You can get your full lash education at Hello Dame London before you buy

QUALITY

Our Lash Enhancers magnetic system are one of the best on the market and our Lash Enhancers are superior in both safety and performance.

CRUELTY FREE

We never use mink or any other animal fur in our lashes. All of our products are manufactured in a cruelty free environment and are completely suitable for vegans. All our Lash Enhancers are made from premium synthetic silk.